In this role, you would be responsible for: Training Delivery & Facilitation Conducting training sessions for Customer Care Representatives (CCRs) and support teams according to the training calendar on M-KOPA's products, processes, systems, customer handling, and soft skills Supporting new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently Facilitating engaging sessions that make complex information accessible and memorable Training Needs Analysis & Performance Support Identifying training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends Translating findings into targeted learning interventions that address root causes of performance gaps Providing coaching support by partnering with Team Leaders and Quality Assurance to reinforce learning through coaching plans, refresher sessions, and targeted upskilling for underperforming areas Content Development & Knowledge Management Developing training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements Creating content that is clear, practical, and immediately applicable to agent workflows Maintaining learning resources to ensure training content remains accurate, accessible, and aligned to current SOPs, tools, and customer policies across in-house and BPO teams Continuously improving materials based on feedback and performance outcomes Assessment, Certification & Reporting Administering monthly assessments by developing questions and managing end-to-end quiz administration for all Customer Care teams, ensuring participation, timely completion, and retakes where required Tracking training effectiveness by monitoring training outcomes and reporting on attendance, scores, certification readiness, and capability gaps to inform continuous improvement Using assessment data to identify learning opportunities and measure impact Stakeholder Partnership & Change Enablement Supporting change management by serving as a liaison between Customer Care and cross-functional teams (e.g., Product/Tech, Projects, Sales), translating changes into clear learning content and readiness activities Enabling BPO alignment by supporting BPO teams through delivering/rolling out training updates, ensuring consistent knowledge and service standards across partners Partnering with stakeholders to ensure training aligns with business priorities and operational needs Team Engagement & Learning Culture Promoting continuous learning by fostering a positive and supportive learning environment that strengthens engagement, motivation, and retention of key knowledge and skills Creating training experiences that agents genuinely enjoy and remember Building a culture where learning is valued and celebrated This is a training and development role based in Nairobi, Kenya. If successful, you would be reporting to the Senior Training Lead. Essential Experience Minimum 2 years' experience training call center or customer support agents Prior experience as a Customer Care Representative is an added advantage Solid understanding of customer support operations, common contact center KPIs, quality assurance practices, and customer service workflows Demonstrated ability to develop clear, practical training materials (guides, job aids, assessments) for products, processes, and systems Confidence coaching individuals and groups, providing structured feedback, and partnering with Team Leaders and QAs to improve performance Fluency in English (written and verbal) Education Bachelor's degree in Education, Training & Development, Human Resources, or a related field Core Competencies Communication Mastery: Excellent verbal and written communication skills with the ability to simplify complex information for different audiences Analytical & Problem-Solving: Ability to interpret performance insights and identify root causes of knowledge/skill gaps Instructional Skills: Strong facilitation capability and knowledge of training best practices (adult learning principles) Tool Proficiency : Proficiency in CRM tools and Microsoft Office Suite; comfortable learning new systems quickly Collaboration & Stakeholder Management: Ability to work cross-functionally and support change rollouts with clear, timely learning communications Attention to Detail & Time Management: Strong organization skills to manage training calendars, assessments, and multiple audiences Customer Centricity: Commitment to improving customer outcomes through capability building and consistent service standards Presentation skills that engage and hold attention Ability to design assessments that accurately measure learning Experience working with BPO partners or distributed teams is an advantage Passion for developing people and seeing them succeed What Sets You Apart You genuinely enjoy teaching and seeing people improve You can take complex processes and make them simple and memorable You're data-driven but human-centered—you use performance metrics to identify needs but design learning experiences that connect with people You're comfortable in front of a room and can adapt your facilitation style to different audiences You see training not as a one-time event but as part of a continuous learning journey You're organized enough to manage multiple training calendars, assessments, and stakeholder requests without dropping balls